Manager, Business Development and Customer Experience Job Vacancy in City of Kitchener Kitchener, ON – Latest Jobs in Kitchener, ON

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Company Name : City of Kitchener
Location : Kitchener, ON
Position : Manager, Business Development and Customer Experience

Job Description : Manager, Business Development and Customer Experience
Competition Number
N#19
Job Code
1200
Posting Date
March 10, 2022
Closing Date
March 25, 2022
Job Status
Permanent Full-Time
Position Overview:
As the Manager, Business Development & Customer Experience, you are managing Kitchener Utilities multi-million-dollar rental water heater business line and responsible for ensuring the continued success of the program. You are developing and exploring new programs, services and technology to support the future requirements of the rental water heater program in the low-carbon economy. You are experienced in developing metrics, analyzing data to make sound financial decisions.
You are an integral part of the City’s service culture, leading a highly engaged team of professionals who take great pride in being the face of the gas and water utility, providing exceptional service to the citizens of Kitchener. You’re a natural people leader and effective communicator who builds strong relationships with your staff, internal customers, external partners and citizens. You have a proven track record for managing, coaching, developing and motivating your staff and ensuring they’re always at their best so that they can offer the highest level of customer service.
Reporting to the Director, Gas & Water Utilities, the Manager, Business Development and Customer Experience will work as a collaborative member of the Gas & Water Utilities Management team, contributing to a supportive and innovative work environment. With exceptional business acumen and a strong commitment to exceptional customer service, the Manager will provide leadership and direction to Kitchener Utilities Dispatch, Marketing and Business Development for the Rental Water Heater Program, and Conservation Programs.
Responsibilities:
Directly supervises the work of 13 staff (Marketing Representative, Program Assistant – Rental Water Heater Program, Rentals Administrator, Marketing Strategist, Business Development & Conservation Strategist and 5 full time and 3 part-time Dispatchers with full responsibility for interviewing and selection, orientation and training, guidance and direction, and performance management.
Prepares and monitors annual operating and capital budgets for various programs and develops rental rates for the water heater rental program.
Research best practices and new technology in order to enhance business process to meet the Kitchener Utilities strategic objectives and industry requirements.
Responsible for the continuous improvement of customer experience within the Gas and Water Utility, including the development of procedures, policies and the analysis of metrics to improve customer service.
Responsible for the development and execution of Business Strategic Plans and manages the bottom-line performance and rate setting for the Rental Water Heaters Program.
Manages multiple contracts for water heater procurement, installation, maintenance and repair.
Manages marketing, communication, and branding strategies for Gas and Water Utilities to ensure consistent messaging, collaboration and alignment with Corporate Communications & Marketing Division, and effective communication methods.
Oversees Conservation Programs for residential, commercial and industrial customers.

Requirements:
Must have 4-year degree in a related field and a minimum 6 years of related experience.
Must have a high degree of business and political acumen and strong focus on customer service excellence. Must have highly developed leadership skills with the ability to manage, develop and motivate staff.
Must have supervisory experience.
Must have exceptional analytical, research, organizational, and problem-solving skills to analyze and interpret data and formulate recommendations for service and business enhancements.
Technical aptitude to understand and evaluate water heating technology alternatives would be considered an asset.
Must have highly developed interpersonal, communications, and customer service skills in order to resolve escalated customer service complaints.
Must have the ability to support and project the organization’s core values of trust and respect, collaboration, and change and growth, as well as our leadership traits, which are reflected in employees who:
Lead by example and expect the same of others;
Recognize accomplishments;
Collaborate with others to realize shared outcomes;
Enable others to be their best;
Look beyond today.
In accordance with the City of Kitchener’s Mandatory Verification of COVID-19 Vaccination Policy, new City of Kitchener employees (or employees rehired after a break in service of more than 3 months) are required to be fully vaccinated as a condition of hire, subject to accommodations required in accordance with the Ontario Human Rights Code.
We are committed to diversity and inclusion, and thank all applicants in advance.
Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code.
We thank all applicants for their interest, however only candidates selected for further consideration will be contacted
Please note that as per Human Resources Policy HUM-HIR-110, “Employment of Relatives of Staff Members and Elected Officials”:
“The immediate relatives of staff of the Human Resources Division, all Directors, General Managers, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.
The immediate relatives of all other Management personnel shall not be employed where such employment would be:
1. within the same Department in the case of permanent full-time, temporary full-time and part-time classifications.
2. within the same Division in the case of students.”
Department
Infrastructure Services
Division
Gas and Water Utilities
Union Affiliation
Non-Union/Management
Number of Positions
1
Hours of Work
35 hours per week

Location
Facility
Kitchener Operations Facility
City
Kitchener
Compensation
Salary Range
$79,590 – $99,487
Grade/Band
10 (Under review)

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